Tax Credits help line - Alternative number is ...

forumfan_2

delboysmith wrote: »

Do people not realize that when they are using the priority lines they are in fact jumping the queue. Would you go to a supermarket see a big queue and push your way to the front. Obviously everybody on here would, thinking they are more important than everyone else.

Everytime some uses this number everyone else using the correct 0845 number gets pushed further and further down the queue.

It is for only use for overseas callers as overseas callers cannot dial 0845 numbers when abroad. No idea why it gets them to the front the queue though.

I am not sure you understand why people are reluctant to use this line. It is not because we can't be bothered to wait our turn, it is because it will connect you at a cost of 9.9p a time and then give you a minute long message that advises you that they can't take your call at that time... which is followed by you being disconnected.

If this was only happening a few times then maybe it would be tolerable but some people have been phoning for a week and not got through, not even to the queuing system where they can sit on hold for 20 minutes.

If you think this is an exaggeration try getting through yourself and see if you have better luck

delboysmith

forumfan wrote: »

I am not sure you understand why people are reluctant to use this line. It is not because we can't be bothered to wait our turn, it is because it will connect you at a cost of 9.9p a time and then give you a minute long message that advises you that they can't take your call at that time... which is followed by you being disconnected.

If this was only happening a few times then maybe it would be tolerable but some people have been phoning for a week and not got through, not even to the queuing system where they can sit on hold for 20 minutes.

If you think this is an exaggeration try getting through yourself and see if you have better luck

It be difficult to cut calls before you come through due to the abuse of these numbers e.g. 1 person calls 0845 number and going to wait 2mins to get through to an adviser, someone then uses the overseas number their call lasts 5mins the original person now waits 7mins another person uses overseas number now waiting 12mins and so on


Due to economic crisis and successfully getting more people to rightfully claim there are 1million more renewals to complete this year compare with last year and 2000 less staff so obviously going to be busy.

I know tax credits have been encouraging people to do renewals over the phone for last few years but can't see why everyone cannot fill in the form and sent it in.

Yes if you have change of circumstances you need to call, but these changes SHOULD be reported when they happened not when you receive the renewal

forumfan_2

delboysmith wrote: »

It be difficult to cut calls before you come through due to the abuse of these numbers e.g. 1 person calls 0845 number and going to wait 2mins to get through to an adviser, someone then uses the overseas number their call lasts 5mins the original person now waits 7mins another person uses overseas number now waiting 12mins and so on

HMRC clearly did not have sufficient staff to manage the number of calls they received. I am not criticising the actual staff on the front line, the majority of them are very helpful.

I made over 15 attempted calls in one hour alone, not one of them got through to the queing system, and other people have had far, far worse experiences. That is not acceptable.

Due to economic crisis and successfully getting more people to rightfully claim there are 1million more renewals to complete this year compare with last year and 2000 less staff so obviously going to be busy.

I know tax credits have been encouraging people to do renewals over the phone for last few years but can't see why everyone cannot fill in the form and sent it in.

If your circumstances are fairly straightforward (eg salary in/childcare out) then filling in the form is probably the way to go but if you have more a complex situation you want to speak to someone to make sure that you have understood all the rules correctly.

Yes if you have change of circumstances you need to call, but these changes SHOULD be reported when they happened not when you receive the renewal

I always declare changes in circumstances as soon as they happen if possible (eg. changes in childcare payments, hours, salary, etc). There are however some things you can't control such as when our employers decide to send P60 or P11D... even if there is supposed to be a deadline (the first one supposedly got lost in the post).

Then there's getting statements together to work out how much income you have earned from savings to see if it exceeds their allowance, calculating private pension payments, etc

Also, finalising accounts from a fledgling self employed business. Yes, I know I can provide an estimate but after having to go through 2 years of hell to get a previous overpayment written off, I would rather give exact figures straightaway.

We are in a fairly fortunate situation where we own our house outright (due to buying very young and still living in our first house) so although we are on a fairly low joint income, we are not desperate for these payments. There are other people who are totally reliant on them, it must be a dreadful worry for them

Helen56_2

Since November 2009 I have spent 293 mins (can't remember how many seconds) & 69.33 Euros on phone calls to the help line. They advised me on November 5th 2009 that they owed me Working Tax Credits for the tax year ending 2004.
I left the UK in 2005 to work abroad as the job situation in UK was pretty dire!!!
It is now 21st August 2010 & I am still awaiting payment. They sent me giros to Portugal where I live & work now, I think they sent them by snail post, because it took them 30 days to arrive, when they finally arrived my bank had 1 day left to negotiate them with the UK bank they were drawn on. I immediately phone up the help line they told me to return them which I did immediately. They now have a UK bank account in which to put the payment, but it still has not happened.
they recieved the cheques back a month ago.
I last phoned the Help Line 2 days ago & was told they could not help me anymore as everything was sat in the payments section.
I am now changing my name to Frustrated!!!:mad:

RonaS_2

Hello All.

Just looked up tax credit helpline contact problems and this thread cam up...

tried every day since monday, morning, afternoon and evening to get through on the 0845 number to tell them about a change of circumstance. have to get through to relevant department to be told "we are very busy" blah blah blah. then get cut off.

have spent £15 on my mobile this week trying to tell them i am moving in with someone and my credits will probably stop.

called the 01355 number just now, got through immediately, then got a row because i am not overseas :mad::mad::mad:

"this is a priority line for overseas customers and your calls may not be answered in the future if you continue to use this number"

Anyway, as i am not moving in until 2nd September i got told to go away and call back later :mad::mad::mad: as they cant take a date in the future.

i asked about overpayments and was told they could not discuss that at this time.

Anyways, the Complaints address for anyone not happy with the service is

Complaints Manager
Contact Centre Head Office
23 Bridge House
5th Floor, West Wing
2 Dearmans Place
Salford
M3 5DU

I am spending the rest of my afternoon making sure they know how chuffing useless they are

Best Wishes to All

dori2o

RonaS wrote: »

Hello All.

Just looked up tax credit helpline contact problems and this thread cam up...

tried every day since monday, morning, afternoon and evening to get through on the 0845 number to tell them about a change of circumstance. have to get through to relevant department to be told "we are very busy" blah blah blah. then get cut off.

have spent £15 on my mobile this week trying to tell them i am moving in with someone and my credits will probably stop.

called the 01355 number just now, got through immediately, then got a row because i am not overseas :mad::mad::mad:

"this is a priority line for overseas customers and your calls may not be answered in the future if you continue to use this number"

Anyway, as i am not moving in until 2nd September i got told to go away and call back later :mad::mad::mad: as they cant take a date in the future.

i asked about overpayments and was told they could not discuss that at this time.

Anyways, the Complaints address for anyone not happy with the service is

Complaints Manager
Contact Centre Head Office
23 Bridge House
5th Floor, West Wing
2 Dearmans Place
Salford
M3 5DU

I am spending the rest of my afternoon making sure they know how chuffing useless they are

Best Wishes to All

Says the person who can't take an address down properly.

It's Trinity Bridge House, not 23 Bridge House.

loneparentstudent

Isleman wrote: »

It is just drives me mad .
It is more than a week since I am trying to get to tax credits helpline to report a change in my circumstances and is imposible to get through.
I am trying the 0845 300 3900 and the furthest I managed to get was to the point where they said " make sure you have your employer tax number or adress " after that I get the message " Sorry that we are very busy blah blah " and then it hangs up.
All this week I could not even managed to get through the options anymore
all I get is " Welcome to Tax Credits Helpline " and then the " Sorry we extremely busy .
I have tried to called them at different times of day 8 AM , 10 AM , 12 AM
afternoon , evenings and still no luck.


I went to saynoto0870 and tried the 01355 359007 and 028 9053 8192 with the same results .
Am I the unluckiest one around ? How other people manage to get hold on them ?

I've been trying since thursday right up until 8pm still the same message which quite frankly costs the phonebill payer. have tried all numbers from saynoto0870 not one is different. my change of circumstances cannot take place for a another week thats if i get through. please can someone offer an alternative?:mad:

hopefulfooluk

loneparentstudent wrote: »

I've been trying since thursday right up until 8pm still the same message which quite frankly costs the phonebill payer. have tried all numbers from saynoto0870 not one is different. my change of circumstances cannot take place for a another week thats if i get through. please can someone offer an alternative?:mad:

Have you tried the normal number but not pressing ANY buttons once you are through to it?

loneparentstudent

peoplepowerscotland wrote: »

I have spent the past 2 days trying to contact tax credits on the helpline number. This has been a frustrating waste of time and money.
However, i just accidentally mis-dialed the number and was amazed to have my call answered and dealt with immediately!! at the end of the call i was told i had come through on the 'International Helpline' - this is for people claiming from 'overseas' and - wait for it - this has PRIORITY over the normal number for UK callers!!
The number is 0845 300 36 00
Good luck - it worked for me!:j

It worked and spoke to a chap called kev who was very helpful.:T

Monty_Zoomer

We have recently applied for and been awarded tax credit but, when the award came through a week ago, we did not get the claim backdated for the three months that we expected.

We have been trying to call the helpline for a whole week at random times between 8am and 8pm and simply cannot get through. No matter what choice we take in the menu, we end up being told that they are busy and we should call back some other time.

Does anyone know a secret number or a back door method to actually speaking with someone?

We have attempted to phone on over 80 occasions so far this week